punjab and sind bank · 2018-02-15 · the prime concern of any bank, besides the quick &...

Grievance Redressal Policy HO. Inspection Dept.

PUNJAB AND SIND BANK

GRIEVANCE REDRESSAL POLICY 2018-19

H.O. Inspection Department, 6 Scindia House, Connaught Circus New Delhi-110001

This is a proprietary document of Punjab & Sind Bank & is meant

for use by the intended user only. No unauthorized copy of /

or reference to should be made to this document

INDEX


Section

No Particulars Page No

1 Introduction 2-3

2 Definition 3

3 Sources of Public Grievances 3-4

4 Objective 4

5

Internal Machinery to handle Public Grievances: 5.1. Grievances Redressal Structure

5.2. Internal procedure to handle grievances/representations 5.3. Internal procedure to handle grievances received

from the office of Banking Ombudsman

4-11

6 Penalty/Award 11

7 MIS & reporting 11-12

8 Internal audit 12

9 Exceptions 12

10 Review of Policy 12

11 Annexure-I Details about Principal Nodal Officer &

Other Nodal Officers 13

12 Annexure-II Details about Nodal Officers of the bank for

Banking Ombudsman 14

13 Annexure-III Acknowledgement letter 15

14 Annexure-IV Acknowledgement letter –RBI/MOF etc. 16

15 Annexure-V List of codes for Grievances 17

16 Annexure-VI Register/database format for recording

grievances 18

17 Annexure-VII Interim reply to Banking Ombudsman 19

18 Annexure-VIII Permission for making payment of claim 20-21

19 Annexure-IX Permission for approaching Review Authority at RBI

22-23

20 Annexure-X Monthly statement of Public Grievances 24-25


1. Introduction:

In the competitive Banking scenario, prompt & courteous customer service is

the mantra for sustained business growth. The deficiency in customer service

results into customer grievances. Banks, being service oriented organizations,

are prone to customer grievances, which are part of its business life. It is said

that a satisfied customer is the ambassador of the Bank, as such, imparting

good customer service and enhancing level of customer satisfaction becomes

the prime concern of any Bank, besides the quick & prompt redressal of

customer grievances. Mahatma Gandhi defined a customer as “The most

important visitor on our premises, who is neither an outsider nor dependent on

us rather he is part of us and we are dependent on him. He is not an interruption

on our work but is the purpose of it. By serving him, we are not doing him a

favour rather he is doing us a favour by giving us an opportunity to serve him”.

To make our customers aware of their rights, Bank had uploaded CITIZEN’S

CHARTER, on Bank’s internet site, under the menu <About us- Citizen

Charter> clause 40 & 41 speaks about the ‘Grievance Redressal Mechanism’

and Schedule I, II & III of these clauses contain the list of Bank officials &

Banking Ombudsman to whom customer grievances can be addressed.

Bank has also uploaded the Scheme of ‘Banking Ombudsman’ on Bank’s

Internet site under the menu <Customer Facilitation-Banking Ombudsman> to

enable its customers to approach the respective offices of Banking

Ombudsman, as per prescribed procedures, in case they feel that their

grievances have not been redressed to their satisfaction.

The BCSBI Code of the Bank too is uploaded on Bank’s Internet site under the

menu <Customer Facilitation-BCSBI Code>, which is a Code of Customer

Rights, which sets minimum standards of Banking practices followed by the

Bank while dealing with individual customers. The Chief Compliance Officer, of

scale-VII, is the Nodal Officer for BCSBI. Clause 7 of BCSBI code also speaks

about Bank’s internal procedure for customer grievances redressal.

Some of the reasons which result into customer grievances are:

a. The attitudinal / behavioural aspects in dealing with customers

b. Inadequacy of the working/operations or gaps between standards of services

expected and actual services rendered.

c. Technology Related issues

Since a number of Govt. agencies now-a-days monitor the position w.r.t public

grievances as such even slight increase in the number of complaints affects the


image as well as the business of the Bank. This policy document aims at

minimizing instances of customer complaints and grievances through proper

grievances review & redressal mechanism to ensure that:

i. Customers are treated fairly at all times.

ii. Grievances of customers are redressed in time.

iii. Grievances of pensioners and senior citizens are dealt with on priority.

iv. Customers are fully informed of avenues to escalate their complaints/

grievances within the organization and their rights to alternative remedy,

if they are not fully satisfied with the response of the Bank to their

grievances.

v. Bank will treat all complaints efficiently and fairly to avoid reputational

loss as well as business loss. Bank employees would work in good faith

and without prejudice to the interests of the customer.

In order to make Bank’s Grievance Redressal Mechanism more meaningful and

effective, a structured system has been built up. This system would ensure

that the redressal sought is just and fair and is permissible within the given

frame-work of rules and regulations.

2. Definition:

The dictionary meaning of “Complaint” is “A STATEMENT THAT

SOMEONE IS AGGRIEVED OR DISSATISFIED” and “Grievance” is “REAL

OR IMAGINED CAUSE OF COMPLAINT”. In the Banking Ombudsman

Scheme 2002 the complaint has been defined as “A REPRESENTATION IN

WRITING CONTAINING A GRIEVANCE ALLEGING DEFICIENCY IN BANKING

SERVICE”.

3. Sources of Grievances:

Complaint/Grievance can be received from any of the following sources:

a). Directly from the Complainant or authorized representative. b). From the Staff/Ex-staff against officials of the Bank c). Customer Service Centres

d). Banking Ombudsman’s Office e). Reserve Bank of India (Central/ State Offices)

f). Ministry of Finance (Banking Division) g). Dept. of Public Grievances, GOI


h). Member of Parliament/ Member of Legislative assemblies i). Prime Minister’s Office, or

j). Banking related Self Regulated Agencies/authorities like IBA, SEBI, BCSBI etc.

k). CBI/ CVC/ Consumer Forums l). Any other Office of Central/State Govt., Public bodies etc.

A dissatisfied customer can lodge complaint/grievance orally or in writing

through four ways i.e. in person or by telephone or by mail/post or by

e-mail/internet (SGPRS portal of the Bank or CPGRAMS & INGRAM portal of

Govt. of India).

4. Objective:

The objective of the policy would be to sensitize the field functionaries & make

them aware about the Complaint handling process, so that grievances are

handled efficiently & swiftly to the satisfaction of the customer within the

defined time frame.

5. Internal Machinery to handle Public Grievance:

The public grievances will be handled at three levels in the Bank i.e. Branch,

Zonal Office and Head Office. Complaints received at any of these Offices will

be immediately acknowledged, redressed and final reply will be given to the

complainants within the timeframe.

Henceforth, HO. Inspection Dept., which is a Nodal Office for Public grievances,

will issue guidelines & operational instructions w.r.t. Public grievances & about

complaints with Banking Ombudsman. As such, any Department at head

Office, which intends to issue instructions w.r.t. Public Grievances, which may

have bearings on ‘Grievances Redressal Policy’ of the Bank, has to approach

HO. Inspection Dept., in this regard.

5.1. Grievances Redressal Structure:

5.1.1 Board of Directors: To review quarterly progress of redressal of

public grievances.


5.1.2 Audit Committee of the Board: To review quarterly progress of

redressal of public grievances.

5.1.3 Standing Committee on Customer Service: To monitor & review the

functioning of Grievance Redressal Mechanism through HO. P&D Dept.,

which is handling the related work.

5.1.4 Principal Nodal Officer (PNO): An independent authority of the rank of

General Manager (particulars as per annexure-I) nominated as PNO shall

be an additional layer of grievance redressal mechanism, for monitoring

complaints received from Customers/Banking Ombudsman/ RBI /MOF/

CPGRAMS/INGRAM/ SGPRS Any other source detailed in the policy etc.

5.1.5 Zonal Nodal Officer for Banking Ombudsman: The official posted at

Zonal Manager (particular as per annexure –II) at Zonal Offices to

oversee the process of redressal of public grievances, those received from

the office of Banking Ombudsman in the zones/ area falling under them.

Nodal Offices have to keep liaison with those offices from where

grievances are referred to the Bank and the Head Office/ PNO.

5.1.6 Zonal Nodal Officer (respective Zonal Manager): The Zonal Manager of

the rank of GM/DGM/ AGM/CM of the respective zones will be the Nodal

Officer for public grievances (including complaints received through Dist.

Consumer Forum, under Consumer Protection Act, 1985, which is being

handled/ monitored/pursued by HO. L & R Dept. independently) for

redressal & monitoring of public grievances received in its Office/the

Branches functioning under his jurisdiction.

5.1.7 Branch Manager: The Branch Manager will be the Nodal Officer for

public grievances for redressal & monitoring of public grievances

received in the Branch.

5.1.8 HO. Inspection Department: HO. Inspection Dept., headed by

DGM/AGM, shall be Nodal Office for review/ monitoring of Grievances/

Representations in connection with deficiencies in Banking services and

will assist PNO for public grievances.

5.1.9 Internal Ombudsman: Bank shall examine the Grievances as per the

Internal Grievances Redressal Mechanism and in case the Head Office

Inspection Department decides to reject a complaint or decides to provide

only partial relief to the complainant, it shall escalate such cases to the

Internal Ombudsman (IO) for further consideration and decision. Reply to


the complainant on receipt of comments of the IO shall be addressed

primarily by the bank mentioning explicitly that the Internal

Ombudsman has also examined the complaint.

Branch will be primarily responsible for comprehensive redressal of the

grievance(s), received from different sources as detailed under clause 3 above,

within the given time frame. In case the Branch is unable to address the issue

in its entirety at its end, then Branch to provide complainant with alternate

avenues to escalate the issue. It will then be the responsibility of the Zonal

Office to redress the grievance(s). In case the Zonal Office is unable to address

the issue, then Zonal Office may refer the issue to the concerned Nodal Office

at Head Office.

All the grievances/representations received at Head Office would be

acknowledged and then referred to concerned Zonal Offices for

investigation/fact finding. The Zonal Office would be required to get the

grievance redressed based on investigation report/ findings and send a copy of

investigation report/findings & complainant’s letter of satisfaction along with

Zonal Office comments & recommendations to Head Office for closure of the

complaint.

If customer’s complaint is not resolved within the prescribed time frame or if

he/she is not satisfied with the solution provided by the Bank, the complainant

has an option to approach Banking Ombudsman with his complaint or resort

to other avenues available to him/her for the redressal of grievance(s).

5.2. Internal Procedure to handle

grievances/representations:

i. On receipt of grievance(s)/ representation(s), an

acknowledgement; as per annexure-III/SMS should be sent

immediately to the complainant/representationist. In case of

receipt of complaint/ grievance from any Govt. agency, a letter of

acknowledgement as per annexure-IV be sent under the

signatures of the Head of the Department/Zonal Office. After

acknowledgement/SMS complaints received should be analyzed

from all possible angles and resolved within timeframe.

ii. All grievances/ representations related to ATM operations/ATM

Card, received at HO. Inspection Dept. as well received directly at

HO. ATM Cell, would be handled/resolved by HO. ATM Cell.


iii. All grievances/ representations related to pension received at HO.

Inspection Dept. as well received directly at HO. Pension Cell,

would be handled/resolved by HO. Pension Cell.

iv. All grievances/ representations of the staff against the officials of

the Bank received at HO. Inspection Dept. as well received directly

at HO. HRD Dept. would be handled/resolved by HO. HRD Dept.

v. All grievances/ representations of investors received at HO.

Inspection Dept. as well received directly at HO. Share Cell would

be handled/resolved by HO. Share Cell.

vi. All grievances/ representations relating to Internet Banking/

Mobile Banking received at HO. Inspection Dept. as well received

directly at HO. Internet Banking Cell would be handled/resolved

by HO. IT Dept.

vii. HO. ATM Cell, HO. Pension Cell, HO. HRD Dept., HO. Share Cell &

HO. Internet Banking Cell will provide related data to HO.

Inspection Dept. as per prescribed periodicity.

viii. All the grievances/representations will be allotted code; as per

annexure-V) and recorded by the Bank (i.e. Branch, Zonal Office &

HO. Inspection Dept. and Other HO Departments) in a

database/register; as per annexure-IV).

ix. The database, along with the acknowledgement letter and other

correspondence will be preserved at least for 3 years for future

reference.

x. All the grievances/ representation(s) need to be redressed within a

21 days (presently average time consumed in resolving grievance)

and in any case not later than 30 days. The time given to various

levels would be as follows:

a. Branch Level Resolution would be10 days on receipt of the

complaint, if Branch is unable to resolve the complaint, it will

be escalated to Zonal Office.

b. The Zonal Office Resolution would be 5 days, if Zonal Office fails

to resolve within given timelines or resolution would take more

time than prescribed, ZO has to apprise reasons & date by

which grievance would be resolved to HO Inspection Dept.

c. HO. Inspection Dept./HO. ATM Cell/HO. Pension Cell would

within next 6 days apprise the competent authority and

communicate decision to concerned Zonal Office/Department

xi. No grievances/ representation(s) will be allowed to remain un-

redressed beyond 60 days.

xii. On redressal of the grievance, the complainant/ representationist

will be informed accordingly and if possible & agreed by the


complainant; a letter of satisfaction may be obtained & kept on

record.

xiii. Bank’s Standardized Public Grievance Redressal System (SPGRS),

as suggested by the Ministry of Finance, Department of Financial

Services (DFS) has been operationalized. The Branch/Zonal Office

would resolve issues as per embedded time frame of SPGRS.

Besides Bank’s own designed SPGRS portal, the department is

using two other portals; namely CPGRAMS and INGRAM provided

by the Ministry of Finance, for receipt of public grievances and

subsequent reporting of redressal/ closure.

xiv. Real-time complaint status tracking by complainant: Bank has

already incorporated the provision in SPGRS Portal.

xv. Time-bound auto escalation of complaint with the limits laid

down by RBI: Bank is in process of incorporating the process of

auto escalation of complaints in our Bank’s SPGRS Portal.

xvi. Feedback from Complainant to check the quality of redressal:

Bank is in process of modifying the SPGRS portal for

incorporating the provision for feedback from customer.

xvii. Root cause analysis and effective action on common grievances

to avoid recurrence : Bank reviews the grievances weekly and

is incorporating a system to issue advisory to the field

functionaries / respective departments to minimize the

recurrence of the complaints.

However, in Bank’s own SPGRS Portal, which can be accessed by

anyone through the Bank’s website, a provision of auto escalation

has been built up to fall in line with the directions/ instructions of

MOF/RBI. The software for SPGRS is under modification/

additions suggested by H.O. Inspection department, through the

outsourced vendor, for improving the follow up and monitoring of

the grievances received. The functionality of auto escalation to

respective designated authorities is as under:

For the Public grievances received through SPGRS, the Grievance

is assigned to the BO/ ZO / HO Deptt. by the HO Inspection Deptt.

After the assignment, the system allows 10 days to BO/ZO/ HO

Deptt. to resolve the grievance. On expiry of the 11th day, if

grievance remains unresolved, it automatically escalated to the


respective ZOs in case of Branches and to HO Inspection Deptt. in

case of ZOs and HOs deptt.

Once the status of unresolved grievance is received at ZO( in case

of branches and HO in case ZO/HO Deptt.) The system allows 05

days to resolve the issues involved w.r.t. redressal of grievance. On

6th day; in case grievance remains unresolved at ZO level (in case

of branches) and at HO Inspection Deptt. ( in case of ZO/HO

Deptt.), the system escalates the unresolved grievance to HO

Inspection deptt.

From the 6th day onward it becomes the responsibility of HO

Inspection department to follow up with BO/ZO/HO deptt. and get

the matter resolved/closed within next 5 days so that a grievance

reach to its logical end within 21 days and 30 days in case of

exceptional cases.

However, if any grievance is rejected either within 21 days or 30

days the same automatically gets escalated to Internal

Ombudsman. The Internal Ombudsman will accordingly examine

the matter at his end as per the policy.

5.3. Internal Procedure to handle

Grievances received from the

office of the Banking

Ombudsman:

The Bank has uploaded the BANKING OMBUDSMAN SCHEME, 2006

on its website. The details of Nodal Officers of the Bank for Banking

Ombudsman have also been uploaded on Bank’s website. As per

Scheme, the AWARD would mean “award passed by the Banking

Ombudsman in accordance with the Scheme” & SETTLEMENT would

mean “an agreement reached by the parties either by conciliation or

mediation under clause 11 of the Scheme”. Besides, the ADVISORY would

mean “prior to passing award, the Banking Ombudsman send a formal

communication to resolve the issue on the lines suggested therein.”

Chapter IV of the Scheme prescribes procedure for redressal of grievance.

In terms thereof, any person may file a complaint with the Banking


Ombudsman on any one of the following grounds alleging deficiency in

Banking service including internet Banking or other services:

(a) Non-payment or inordinate delay in the payment or collection of

cheques, drafts, bills etc.;

(b) Non-acceptance, without sufficient cause, of small denomination

notes tendered for any purpose, and for charging of commission in

respect thereof;

(c) Non-acceptance, without sufficient cause, of coins tendered and for

charging of commission in respect thereof;

(d) Non-payment or delay in payment of inward remittances;

(e) Failure to issue or delay in issue of drafts, pay orders or Bankers’

cheques; etc.

(f) Non-adherence to prescribed working hours;

(g) Failure to provide or delay in providing a Banking facility (other

than loans and advances) promised in writing by a Bank or its

direct selling agents;

(h) Delays, non-credit of proceeds to parties' accounts, non-payment

of deposit or non-observance of the Reserve Bank directives, if any,

(i) Complaints from Non-Resident Indians having accounts in India in

relation to their remittances from abroad, deposits and other

Bank related matters;

(j) Refusal to open deposit accounts without any valid reason for

refusal;

(k) Levying of charges without adequate prior notice to the customer;

(l) Non-adherence by the Bank or its subsidiaries to the instructions

of Reserve Bank on ATM/Debit card operations or credit card

operations;

(m) Non-disbursement or delay in disbursement of pension (to the

extent the grievance can be attributed to the action on the part of

the Bank concerned, but not with regard to its employees);

(n) Refusal to accept or delay in accepting payment towards taxes, as

required by Reserve Bank/Government;


(o) Refusal to issue or delay in issuing, or failure to service or delay in

servicing or redemption of Government securities;

(p) forced closure of deposit accounts without due notice or without

sufficient reason;

(q) Refusal to close or delay in closing the accounts;

(r) Non-adherence to the fair practices code as adopted by the Bank;

(s) Non-adherence to the provisions of the Code of Bank's

Commitments to Customers issued by Banking Codes and

Standards Board of India (BCSBI) and as adopted by the Bank;

(t) Non-observance of Reserve Bank guidelines on engagement of

recovery agents by Banks; and

(u) Any other matter relating to the violation of the directives issued by

the Reserve Bank in relation to Banking or other services.

(v) A complaint on any one of the following grounds alleging deficiency

in Banking service in respect of loans and advances may be filed

with the Banking Ombudsman:

(i) Non-observance of Reserve Bank Directives on interest rates;

(ii) Delays in sanction, disbursement or non-observance of

prescribed time schedule for disposal of loan applications;

(iii) Non-acceptance of application for loans without furnishing

valid reasons to the applicant; and

(iv) Non-observance of any other direction or instruction of the

RBI as may be specified by the RBI for this purpose from

time to time.

The Branch, Zonal Office & Head Office Departments would send an

interim reply to the office of concerned Banking Ombudsman; as per

annexure-VII and would provide any information or furnish certified

copies of any document relating to the complaint which is or is alleged to

be in its possession.

On receipt of a copy of the Award, the Branch would inform the

concerned Zonal Office/ Nodal Officer for Banking Ombudsman and HO.

Inspection Dept. In case the complainant fails to furnish a letter of

acceptance of the Award in full and final settlement of his claim within a


period of 30 days from the date of receipt of copy of the Award, the Award

would lapse and as such, Branch should accordingly inform the Banking

Ombudsman, Zonal Office & the HO. Inspection Dept.

In case of award against Bank/ payment of claim/ penalty (as referred to

in CHAPTER IV, Clause 16 (1) to (10) and 17 (1)), Branch In-charge has

to obtain permission; as per annexure-VIII, from the concerned Zonal

Office/ Nodal Officer of Bank for Banking Ombudsman and has to

comply with the directives embodied in above clauses of the Scheme or in

the Award pronounced by the Banking Ombudsman. OR

In case of referring the matter to REVIEW AUTHORITY (Clause 17(1),

necessary permission is to be obtained from concerned Department of

Head office, but through Zonal Office, by sending a complete proposal; as

per annexure-X (alongwith relevant documents) under intimation to

H. O. Inspection Dept.

The concerned Department at Head Office, on receipt of proposal for

seeking permission to approach Review Authority (clause 17(1)) shall put

up matter before the CMD, who is the competent authority as per

Banking Ombudsman Scheme, for approval.

Nodal Officer of the Bank for Banking Ombudsman shall be

responsible for representing the Bank and furnishing information to the

Banking Ombudsman in respect of complaints filed against the Bank

pertaining to the areas falling under his/her jurisdiction.

6. Payment of Compensation/Penalty/

Award

The payment of compensation to customers on account of deficiency in

service or an act of omission or commission directly attributable to Bank

shall continue to be governed by the Board approved ‘Compensation

Policy’. The payment of Penalty/& Award passed by Banking

Ombudsman shall continue to be paid by the Zonal Office, however, prior

to allowing payment, the Zonal Office should obtain the opinion of the

Head Office.

The Zonal Offices have to furnish details of payment of compensation

along with monthly statement of public grievances to HO. Inspection

Dept. to apprise the top management.


7. M I S & REPORTING

The Branch will submit monthly statement of Public Grievances received

& redressed during the month, as per format at annexure-X to respective

zonal office by 3rd day of the succeeding month.

The Zonal Office will consolidate monthly statement of Public Grievances

received & redressed of the Branches falling within its zone and submit

consolidated statement to HO. Inspection Dept., as per format at

Annexure- by 6th day of the succeeding month.

HO. Inspection Dept. will consolidate monthly statement of Public

Grievances received & redressed of all the zones and put up General

Manager (Inspection) for review.

HO. Inspection Dept. will place a quarterly review note on status of

Public Grievances before the Board.

8. Internal Audit

The Internal auditors/ Concurrent auditors during RBIA/CCA needs to

oversee the adherence to Public Grievances Redressal Mechanism and

have to comment upon the quality of resolution of Customer Complaints

and to report irregularity/deviation, if any, noticed by them.

The Internal auditors/ Concurrent auditors will comment in their

respective reports about the payment of monetary compensation on

account of Public Grievances.

9. Exceptions

In the cases of exigencies the CMD or ED (in case post of the CMD is

vacant) is authorized to approve addition/deletions/modifications in the

policy and such action will be got ratified later on from the Board.

10. Review of Policy

The Grievances Redressal Policy of the bank will be reviewed on annual

basis or as decided by the Board. Since HO. Inspection Dept. is the Nodal


Office for Public Grievances, as such, Departments of Head Offices

detailed under paragraph 5.2.(ii) to (vi) of this policy have to approach

HO. Inspection Dept. for any addition/deletion/change/modification in

Grievance Redressal Mechanism pertaining to their Respective

Departments.


11. ANNEXURE-I

NAME, ADDRESS &CONTACT No. OF PRINCIPAL NODAL OFFICER (PNO) OF THE BANK:

Shri. Anil Malhotra Dy. General Manager – Inspection

Punjab & Sind Bank “Bank House” 6th Floor 21-Rajendra Place, New Delhi – 110008

Phone: 011-25812931 e-mail: [email protected]

Toll Free No. 1800 11 1908

DETAILS OF OTHER PUBLIC GRIEVANCES NODAL OFFICER 1. IN CASE OF COMPLAINTS RELATED TO CORRUPTION/BRIBE ETC.

SAME CAN BE SENT TO:

Head Office Vigilance Department, 21 Rajendra Place, Bank House,

3rd Floor, New Delhi-110008. Contact Nos. 011-25737321 & 011-25818411.

2. GRIEVANCES REDRESSAL CELL - ATM ONLY Name : Sh. SVM Krishna Rao

Designation – Asstt. General Manager Telephone : 011-64780502, 011-25725635 Email : [email protected], [email protected]

3.GRIEVANCE REDRESSAL CELL – PENSION ONLY

Name: Kushum Malhortra Designation: Chief Manager Telephone No:011-25281210, 25271585

Email: [email protected] 4. FOR STAFF MATTERS:

General Manager (HRD) Punjab & Sind Bank, Bank House, 21 Rajendra Place, 5th Floor

New Delhi-110 008. Phone: 25817353 5. FOR ALL ADVANCES & EXPORT CREDIT:

General Manager (Advances) Punjab & Sind Bank, Bank House, 21 Rajendra Place, New Delhi-110 008. Phone: 25783589

mailto:[email protected]


12. ANNEXURE-II

NAME, ADDRESS AND AREA OF ZONAL NODAL OFFICERS OF THE BANK FOR BANKING OMBUDSMAN

S. No.

Zone Name ZO code

Name of Zonal Manager

Designation

Address 1 Address 2 Telephone no. Area of Operation

1 Bhopal Z8021 Pankaj Dwivedi

AGM

2nd Floor, Near SBI, Nayapura, Akbarpur, Kolar Road

Bhopal 0755-4249988, 4221106, 9007338484 (mobile)

Madhya Pradesh & Chhattisgarh

2 Chennai Z8022 D. Kannan AGM 770,Spencers

Tower, Anna

Salai Chennai

044-8494040,

28493885,

28494037(fax)

9840346451(Mobile)

Karnataka, Tamil

Nadu, Telangana,

Andhra Pradesh,

Kerala, UT of

Puducherry, UT of

Andaman & Nicobar

and UT of

Lakshadweep

3 Chandigarh Z8006 Amarjit Singh Gujral

DGM Sector 17-b Bank Square Chandigarh

0172-2721316, 2704361, 5017384(fax), 9888853290 (mobile)

Punjab, Haryana, Jammu & Kashmir, UT of Chandigarh, Himachal Pradesh

4 Delhi-I Z8012 Manju Srivastava AGM

Sidhhartha Enclave, Ashram chowk

New Delhi

011-26346434, 26348759, 26347410(fax) 9811367263 (Mobile)

Delhi NCR & Rajasthan

5 Kolkata Z8018 J. K. Nayak DGM 14/15 Old

Court House

street Kolkata

033-22485867,

22101673,

22485873 Fax,

9830014432(Mobile)

West Bengal,

Jharkhand, Bihar,

Odessa, Assam,

Arunachal Pradesh,

Manipur,

Meghalaya,

Mizoram, Nagaland,

Tripura and Sikkim

6 Lucknow Z8016 Kamesh

Sethi AGM

8 Jwala Devi

Building Lal

Bagh,

Lucknow

0522-2624574,

2617651,

2621337 (Fax),

9839066415(Mobile)

Uttar Pradesh,

Uttrakhand

7 Mumbai Z8020 Sanjiva Srivastava

DGM

27/29 Ambalal

Doshi Marg,

Near Bombay

Stock Market,

Fort, Mumbai

022-25772627, 25773380, 25771618, 25772286(fax), 9867086699 (Mobile)

Maharashtra, Gujarat, Goa, UT of Dadra & Nagar Haveli and UT of Daman & Diu


13. Annexure-III

SPECIMEN OF ACKNOWLEDGEMENT LETTER TO BE SENT TO

COMPLAINANT

Shri _____________

__________________

__________________

__________________

Dear Sir,

REG: YOUR LETTER DATED ___________REGARDING COMPLAIN AGAINST

Shri/BO________

We acknowledge having received your captioned letter.

Please note that matter has been referred to our (NAME OF THE CONCERNED

BRANCH/ ZONAL OFFICE/HEAD OFFICE DEPARTMENT) for necessary

action/ clarifications. We shall revert back on hearing from them.

The inconvenience caused is regretted, however, we assure you of our best

services and sincere cooperation in future also.

Yours faithfully,


14. Annexure-IV

SPECIMEN OF ACKNOWLEDGEMENT LETTER TO BE SENT TO CSC/ RBI/

MOF

Shri _____________

(Designation)__________________

__________________

__________________

Dear Sir,

REF: YOUR LETTER No.____________ DATED ___________.

REG: REPRESENTATION/ COMPLAINT OF Shri/Smt./M/s._______AGAINST

Shri/ BO_____

We acknowledge having received your captioned letter.

We may inform you that captioned matter has been referred to our (NAME OF

THE CONCERNED BRANCH/ ZONAL OFFICE/HEAD OFFICE DEPARTMENT)

for necessary action/ clarifications.

We shall revert to the matter immediately on hearing from them.

Yours faithfully,


15. ANNEXURE-V

CODE NATURE OF GRIEVANCES

1 Bills Business

2 Collection of cheques

3 Delay/ non-sanction of loans/ irregularities

4 Misbehaviour

5 Harassment in transactions & bad customer service

6 Excess Bank charges & less payment of intt.

7 Delay in remittances/ transfer of funds

8 Delay in transfer of a/cs

9 Delay in completion of pass book/ statement of a/cs

10 Nonpayment/ delay in payment of FDR & Drafts

11 Discrepancies in a/cs

12 Alleged frauds

13 Delay in settlement of claim cases

14 Non-compliance of standing instructions

15 Delay in issue of Duplicate Drafts/ FDRs

16 Refusal of acceptance of Cash/ Cheques

17 Refusal to make DD

18 Non acceptance of Small denomination notes

19 Delay in Credit of pension

20 Complaint against BM

21 Non encashment/ renewal of BGs/ LCs

22 Subsidy not received

23 Rebate of Intt./ waiving of loan

24 Cheques/ drafts disnonoured

25 Complaint against staff

26 “C” form not received

27 Stoppage of operation of a/c

28 Others:

(i) Regarding Deposit a/cs

(ii) Locker/ Safe Custody a/cs

(iii) Loan a/c

(iv) Title Deeds/ Loan Documents etc.

(v) Bank Premises/ Rent etc.

(vi) Pension a/cs


16. Annexure-IV

REGISTER FOR RECORDING COMPLAINTS

DO

Comp.

File

No.

ZO BO Code Dept Name of the

Complainant

Particulars of

Complaint

Age

Dispos.

on

a/o

claim, if

any,

paid


17. ANNEXURE-VII

INTERIM REPLY TO BANKING OMBUDSMAN

Ref: psb/BO-ZO- /comp./ /2016 Date:

Shri________________ (Secretary)

Banking Ombudsman __________________ __________________

__________________

Dear Sir,

REG: COMPLAINT No._______ DATED ____________ OF Shri/ Smt./M/S._________________ AGAINST US/ OUR BO._____________.

We acknowledge having received your letter No. dated on the captioned subject.

We are looking into the matter and shall submit our comments shortly alongwith desired papers/ information (in case matter referred to ZO/ or to legal counsel then)

We are looking into the matter and shall submit our comments shortly

alongwith desired papers/ information on receipt of necessary permission from ZO/ HO (as the case may be) for which proposal has already been forwarded.

Inconvenience caused is regretted.

Yours faithfully,

Punjab & Sind Bank

(Name: )

BO/ ZO


18. ANNEXURE-VIII

SEEKING PERMISSION FROM ZO/NODAL OFFICER FOR BANKING

OMBUDSMAN/HO FOR MAKING PAYMENT OF CLAIM UNDER

COMPLAINT/ GRIEVANCE

The Zonal Manager or/ The AGM/DGM/GM (in case of Head Office) Punjab & Sind Bank / Punjab & Sind Bank

Zonal Office / HO. Dept. Floor ________________ / 21- Rajendra palce ________________ / New Delhi

Dear Sir,

REG: PERMISSION FOR PAYMENT OF Rs._____________ TO Shri/

Smt/M/S._______________

We have investigated the captioned complaint and found as under:

1. COMPLAINT No. DATE:

2. NAME & ADDRESS OF THE COMPLAINANT:

3. ACCOUNT(S) MAINTAINED (Give nature of a/c)

STATUS OF OPERATION IN ACCOUNT(S) (i.e. below average/ average/

good/NPA/suitfiled etc.)

4. VITAL CONTENTS/ FACTS OF THE COMPLAINT:

5. REASONS & CALCULATIONS FOR PAYMENT OF CLAIM:

(If fact-finding conducted copy to be enclosed)


6. OPINION OF THE LEGAL COUNSEL (if any taken):

7. WHO IS RESPONSIBLE/ ACCOUNTABLE:

8. ACTION PROPOSED/ TAKEN AGAINST ERRING OFFICIALS:

Based on the facts emerged from the investigations/ fact-finding, we have come

to a conclusion that Bank will be required to compensate the Complainant by

way of allowing/ passing a claim of Rs._____________(Rupees_____________only)

on account of following deficiencies in providing Banking services.

We confirm that calculations arrived at above are correct and are in accordance

with the system/ procedures, policy and circulars issued by the Head Office

(No. of circulars may be mentioned) on the subject.

The proposal for making payment under complaint/grievance carries our

recommendations and is forwarded with request to accord necessary sanction

for the payment of the claim to settle the issues.

Yours faithfully,


19. ANNEXURE-IX

SEEKING PERMISSION FROM HO (THROUGH ZO(IN CASE OF BO)FOR

REFERRING MATTER TO REVIEW COMMITTEE IN CASE OF BANKING

OMBUDSMAN SCHEME 2006

The Zonal Manager/ The AGM/DGM/GM (in case of Head Office) Punjab & Sind Bank/ Punjab & Sind Bank

Zonal Office / HO. Dept. Floor ________________ / 21- Rajendra palce ________________ / New Delhi

Dear Sir,

REG: COMPLAINT No._______ DATED ____________ OF Shri/

Smt./M/S._________________AGAINST US/ OUR

BO._____________PERMISSION FOR REFERRING MATTER TO REVIEW

COMMITTEE.

The necessary details of the captioned complaint are as under:

1. NAME & ADDRESS OF THE COMPLAINANT:

2. ACCOUNT(S) MAINTAINED (Give nature of a/c)

STATUS OF OPERATION IN ACCOUNT(S) (i.e. below average/ average/

good/NPA/suitfiled etc.)

3. VITAL CONTENTS/ FACTS OF THE COMPLAINT:

4. VIEWS/ OBSERVATIONS OF BO/ ZO (duly supported by the opinion of

the counsel, (If fact-finding conducted copy to be enclosed)


5. DETAILS OF AWARD PASSED BY BANKING OMBUDSMAN:

6. REASONS/ BASIS BECAUSE OF WHICH BO/ZO INTENDS TO

APPROACH REVIEW COMMITTEE.

7. OPINION OF THE LEGAL COUNSEL AS REGARD TO APPROACH

REVIEW COMMITTEE

8. WHO IS RESPONSIBLE/ ACCOUNTABLE:

9. ACTION PROPOSED/ TAKEN AGAINST ERRING OFFICIALS:

We have studied the Award passed by the Banking Ombudsman and obtained

the opinion of the counsel thereon. Based on the facts emerged from the

investigations/ fact-finding and opinion of the counsel, we have come to a

conclusion that as per the provisions of the scheme this award is against the

Banking norms and may set up a bad precedence, therefore, we recommend

that matter be referred to REVIEW COMMITTEE with a request to review the

decision of the Banking Ombudsman.

Yours faithfully,


20. ANNEXURE –“X”

MONTHLY STATEMENT OF COMPLAINTS/ GRIEVANCES RECEIVED/

DISPOSED/ PENDING DURING THE MONTH OF _______________

PART: "A" FOR ALL TYPES OF COMPLAINTS(EXCLUDING RECEIVED FROM

BANKING OMBUDSMAN)

No. of Comp.

outstanding

as on start

of the Month

No. of fresh

Comp. Received

during the

Month

No. of Comp.

Disposed

during the

month

No. of Comp.

Pending at

the end of

the Month

Remarks

if any

PART: "B" FOR ALL TYPES OF COMPLAINTS RECEIVED FROM BANKING

OMBUDSMAN

No. of Comp.

outstanding

as on start

of the Month

No. of fresh

Comp. Received

during the

Month

No. of Comp.

Disposed

during the

month

No. of Comp.

Pending at

the end of

the Month

Remarks

if any

PART: "C" FOR ALL TYPES OF AWARDS PASSED BY BANKING OMBUDSMAN

No. of Comp.

outstanding

as on start

of the Month

No. of fresh

Comp. Received

during the

Month

No. of Comp.

Disposed

during the

month

No. of Comp.

Pending at

the end of

the Month

Remarks

if any


ANNEXURE –X (Contd..)

MONTHLY STATEMENT OF COMPLAINTS/ GRIEVANCES RECEIVED/

DISPOSED/ PENDING DURING THE MONTH OF _______________

PART-“D” FOR BRANCHES & ZONAL OFFICES

Sr.

No.

D O

Receipt

File/

Comp.

No.

Code Source

of

Comp.

Name of

Complain

ant

Particulars

of comp.

Action

taken

Remarks,

if any